IT Helpdesk Technician

3 months ago

Burnaby, Canada Paladin Security Full time

IT Helpdesk Technician

Our **IT Helpdesk Technician (Tier 1)** will provide operational and technical support to Paladin teams across North America. In this role, you will maintain, monitor, and support current and new desktop / laptop deployment and perform periodic system audits to assure compliance and availability. You will also be working with remote access tools, maintain and manage backups, and work with users at Paladin’s multiple remote locations. This role is an exciting opportunity to gain experience working within a large organization and delivering high-profile corporate IT projects for Canada’s largest full service security provider.

**Responsibilities**:

- Provide exceptional customer service to end-users, internal stakeholders, vendors, and any other entities that you will deal with on a day-to-day basis.
- Performs basic troubleshooting and diagnoses prior to escalating to the systems support specialist during business hours.
- Follow ITIL Incident management principles to receive, categorize, prioritize, and resolve incidents within the agreed SLAs.
- Install, test, order, and configure new workstations and hardware.
- Personnel on-boarding and off-boarding, including assigning the right licenses, software, and provisioning hardware
- Ensure all incidents, notes, and updates are documented in a timely manner within the JIRA Service Management Tool
- Participate in the after-hours on-call rotation

**Requirements**:

- 1 to 3 years of work experience in an IT HelpDesk or similar Technical Support environment
- Diploma or equivalent work experience in a related field or industry
- Current MCSA, A+ and Network+ certification would be considered an asset
- Strong communication, interpersonal, and customer service skills
- Demonstrated analytical problem-solving skills necessary to deal with and resolve technical problems
- Experience with all of the following:

- Windows 10/11
- Mac iOS
- Active Directory and Azure Entra
- iOS and Android operating systems
- Device management
- Minor cybersecurity incidents
- Basic networking
- Basic computer troubleshooting, in-person and remotely

**Salary**:$50,000 - $60,000

This position will be based in our Burnaby office full-time to start, with the possibility to move to a hybrid role after successful completion of 3-month probation.

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